Bilingual Customer Relations Specialist (French and English)

Permanent Full Time 

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We are looking for a Bilingual Customer Relations Specialist for My Canada Life. Our current work environment supports a Hybrid and Remote work arrangement that includes some rotational in-office & work-from-home capability. 

Canada Life is combining our My Canada Life at Work and GRS Access portals to build a truly integrated experience. The Integrated Member Site (IMS) will help support the member’s financial, physical and mental well-being throughout their lifecycle. 

What you will do: 

·         Working shift hours Monday to Friday 8am to 8pm EST 

·         Become a subject matter expert on our Integrated Member Site, My Canada Life at Work and GRS Access portals

·         Perform trouble shooting, problem solving, and general site navigation 

·         Diagnose technical issues and escalate as necessary 

·         Provide exceptional customer service over the phone and occasionally via email  

·         Communicate in a professional and courteous manner with a diverse group of users 

·         Capture call/email details into a case tracking system 

What you will bring: 

·         Bilingual in English and French is required

·         Effective listening skills and comfortable providing support to a wide range of users 

 ·        Excellent communicator both verbally and written

·         Ability to translate complex technical information in plain language

·         Patience with assisting clients navigate the systems 

·         Understanding of Operating Systems, Applications and Networking technologies 

·         General PC (and Mac) trouble shooting methodologies, including: 

o    Clearing cache/temporary files 

o    Various Internet browser and email application setting updates 

·         Proficient in Microsoft O365 products  

·         Understanding of mobile applications 

·         Demonstrated analytical and issue resolution skills 

·         Service Desk / Help Desk experience will be considered an asset 

·         Experience using Salesforce CRM will be considered an asset 

·         Experience using BMC Remedy ticketing application considered an asset 

 Reliability Status security clearance - this is a personnel security status that is required before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada  website. The cost of submitting these checks will be covered by Canada Life.

Network Requirements 

·         1) Home Network WIRED (LAN Cat5e or higher cable) directly from CL Laptop to Home Router/modem.  2) Internet Service Provider (ISP) minimum connection: 50MB Download & 5MB Upload speeds (speedtest.net screenshot to confirm) 3) Note: 250MB bandwidth per month usage or higher may be consumed. 

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The base salary for this position is between $37,300-$55,900 annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.